Terms and Conditions

Please read our terms and conditions before booking to ensure the best possible experience for your visit.

CANCELLATION POLICY…

We understand life is busy and sometimes you may need to change an appointment… we also know in todays hectic world that anyone may occasionally forget the most important engagements…

In keeping with our quality customers service, we will send you a booking confirmation email which provides details of your appointments, on the day you make your booking, and also send you a text message, to remind you 4 days prior to most pre-booked appointments.

Please read the confirmation emails fully each time.

We appreciate it when you give us at least 72 hours’ notice about a cancellation or appointment change, we can then re-allocate that appointment to another valued client like yourself on our waiting list. Please call our reception team during opening hours Tuesday to Saturday.  Outside of these hours you can communicate with us via our Facebook Messenger or by Emailing us at admin@heavenonearthleyland.co.uk  Our emails and messages are checked daily.

For those giving less than 72 hours’ notice of a cancellation, or for those clients that do not arrive for a scheduled appointment, the full amount for the appointment will be charged.

We will wherever possible endeavor to fill your appointment with a client from our waiting list.  If this is possible, and not a lost booking for us, we will be delighted to credit your salon account with the full amount for a future appointment. This credit will be on your account for a 12 week period.

For clients that do not arrive for a scheduled appointment, full payment for the appointment will be charged. We appreciate that this sometimes can be a lot of money for you, but equally the loss of revenue is for us too as a business. We operate this policy not only to help clients who are desperate to get appointments with our highly trained and skilled staff, but also to protect our teams, their families and also the future of our business, we do hope you can understand and appreciate this policy.

Your Appointment…

Appointments that are made via our online booking system, are paid in full at the time of booking, regardless of how far in advance the appointment is. Debit or credit card payment is the only method of payment on the online system. If using a voucher for payment you need to call our reception team within salon hours, or send a message via email or via our social media pages, and we can assist you with your booking.

Appointments scheduled with us, via our in house reception team, are to be paid in full on booking, if the appointment is within the next 14 days. We do not accept cash payments. We accept debit/credit card or salon gift vouchers.

Appointments for hair colouring services can only be fully decided on the day of the appointment with your stylist/colour technician, for these appointments we will take a part payment for the service and the remaining balance will be paid on the day, once it has been decided what service you are having. We do not accept cash.

For appointments being made with our in house reception team that are further away than fourteen days we can either take full payment at the time of booking or use our secure card capture service and the payment for the appointment will be automatically taken from the card 7 days prior to the appointment day. Payment must be received strictly a minimum of at least seven days prior to the appointment day. This is confirmed in your confirmation email that you receive on the day of booking.

Scheduled appointments that have not been secured by making full payment seven days prior to the appointment will automatically be cancelled on our diary, with no notice given and offered out to clients on our waiting list, or clients wishing to book in.

LATE ARRIVALS…

If you are more than 10 minutes late for your appointment, we “may” not be able to accommodate you as some bookings cannot be condensed. We will try our hardest to do what we can in the remaining time left, but we will not inconvenience the next scheduled client, that is booked in. No discount or reduced price will be given in this circumstance.

PATCH TESTING…

Several types of appointments require a patch test beforehand and this must take place at least 48 hours prior to your appointment, and no earlier than 7 days before.  If you have not completed the required patch test at least 48 hours before your appointment, or have not had the same service at Heaven on Earth within the last six months, unfortunately you may not be able to proceed with your appointment.  Please ensure you cancel that appointment at least 72 hours before to ensure you are not charged cancellation charges.

APPOINTMENT CHANGES…

Under exceptional circumstances out of our control, it may be necessary to occasionally amend your appointment with your selected therapist or stylist. Please be assured that we will re-arrange the appointment, with a different member of staff that offers that same treatment, hopefully at the same time. From time to time we may have to alter the time slightly. If it is not possible to accommodate you on the same day with a different staff member we will contact you to discuss the re-scheduling of your appointment, if this happens with less than 72 hours notice we are more than happy to do the service complimentary for you at another time. We will not contact you if there is a stylist/therapist change available on the same day, it is our priority to accommodate the service for you regardless of team member, if at the time of your appointment you decide you don’t wish to stay, no problem, we will reschedule the appointment for you, with your regular stylist.

OTHER IMPORTANT STUFF…

Our expert reception staff will tell you at the time of booking of any conditions or contra-indications that apply to the specific services you are requesting.

A medical questionnaire is required to be filled out for some of our beauty spa services 48 hours prior to every appointment, the link to this can be found in your confirmation email, or on our website under “manage my bookings”

A colour declaration form is to be completed and signed 48 hours prior to every appointment, the link to this can be found in your confirmation email, or on our website under “manage my bookings”

Discounts or special offers may be withdrawn without notice at the discretion of the management.

Please be advised that all courses are valid for six months from the date of issue or as otherwise stipulated.  These are non-transferable treatments and non-refundable.

Gift cards are non-refundable and are valid for 12 months.  Any change from a gift card will remain on it until the date of expiry.

Any credits on your account, through change from vouchers, cancellations, amendments of bookings etc will be available to use for a period of three months.

Our prices are all available on our website.  If you would like a price quote, please request this from your stylist/therapist before your service commences.

GRATUITIES….

We never expect gratuities from our clients, but sometimes people ask us how to leave a tip for their stylist or therapist. As we move to an increasingly cashless society this becomes more tricky, which is why we’ve introduced EasyTip.  No app is required, simply point your smart phone camera at the QR code you will see around the salon, or click here.  Choose the stylist/therapist you would like to tip and the amount.  The tip will be sent instantly to the recipient.

COMPLAINTS POLICY….

We try very hard to ensure that your visit to us is everything you would hope for and more…but if we do occasionally get it wrong, please tell us within 48 hours. Not only will we endeavour to make you happy, but also, we will take the opportunity to improve our quality services for all of our future clients. Any queries or complaints can be discussed with our salon manager within the salon, or if you prefer a telephone conversation, you can contact her within salon hours by calling our reception desk. Alternatively you can send an email directly to admin@heavenonearthleyland.co.uk

AND FINALLY….

By contacting us or making a booking on our website, you are accepting the terms of our Privacy Policy, which can be found here: Privacy Policy